Customer Support Specialist

About Plane
Plane is an incisive response to config-heavy, opinionated, and restrictive project management software. Check out our website.
In just two years, Planes grown to #1 in its category on GitHub and become a viable open-core alternative to Jira, Monday, Wrike, Asana, ClickUp, and Linear, not to mention all-in-one tools like Notion or Obsidian.
Our growth has come on the back of the products true flexibility without artificial limits, simple configurations that work out of the box, and thoughtfully packaged features that nurture our customers growth instead of punishing it.
As a modern product start-up, we obsess over new and power users equally. Our mission is to empower teams everywhere with the simplest, most delightful work management experience on the planet. Our vision is to become the WorkOS of the future with a workbench of unified tools and techniques that intuitively and progressively form a greater whole for knowledge workers.
Were well capitalized, backed by OSS Capital, and are revenue-positive. Our coworkers include ex-Microsoft, Deloitte, [24]7, Nutanix, and Yahoo! in our 50+ strong human force today.
About The Role
Youll be the trusted guide for Plane users worldwide, resolving queries across chat, email, and community forum. Dive deep into our product to troubleshoot, educate, and escalate smartlywhile spotting opportunities to evolve our docs, processes, and roadmap. Thrive in ambiguity, adapt to our fast pace, and champion money-cant-buy customer loyalty.
What you will do

• Deliver top-tier support via chat, email, and community forum, owning end-to-end resolutions with empathy and sound judgment.
• Troubleshoot product issues for customers (and reproduce bugs with crystal-clear steps to engineering, if required).
• Identify patterns in queries, flag insights for docs/product fixes, and contribute to knowledge base articles.
• 
  Communicate professionallytailoring tone for enterprise PMs, devs, and execswhile upholding data privacy and security standards.
• Maintain precise CRM records (Intercom/HubSpot) using standardized processes.
• Proactively build support workflows, share knowledge in team syncs, and drive continuous improvement.
• Embrace personal growth through feedback, coaching, and self-directed learning
• Hit KPIs like first-response time, resolution rate, CSAT and handling efficiency.
  

What youd need to bring:
Post-probation: Hybrid/remote flexibility available based on performance and business needs.

• Professional Experience - 2+ years in customer-facing support, ideally for enterprise B2B SaaS (project tools like Jira, Asana, or Linear a huge plus).
• Communication - Fluent English (written/verbal); Exceptional clarity: Explain intricate features simply and persuasively.

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  Work Style & Logistics
• Self-starter with ownership mindset: Independent, proactive, and solution-focused in a high-autonomy environment.
• Flexible with work hours and work days (including evenings/weekends as needed for global customers).
• Thrives in fast-scaling SaaS environments, navigating rapid product evolution and ambiguity with agility and poise.
• Probation (first 3 months): Full-time office presence required in Hyderabad for onboarding and team integration.
  

Nice-to-Haves

• Hands-on with Plane or similar tools.
• Experience in compliance-heavy spaces (SOC2, ISO 27001).
• Proven track record scaling support processes in startups.
• Immediate joiner.